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We bought a memory foam mattress & was told if we weren't completely satisfied, we could return it 1x within 1 yr. and pay the difference.

The matress is horrible. From the first night we had major aches & pains and kept it just under 2 wks. to give it a chance. When we attempted to return it, the policy of going from a foam mattress to a box spring became more than just the cost difference + the delivery charge.

We were told we had to pay 25% of the original cost of the foam mattress to replace it (approx. $250). We asked him to clarify their return policy BEFORE the purchase & he didn't tell us the TRUTH! He said corporate stands by it (while he attempts to protect his commission).

We are filing with the BBB & contacting every fair commission there is. We have a bed we can't sleep on (we slept on the floor last night).

We should have gone elsewhere. They are unethical and omit information you need to know and NO their return policy doesn't detail any of this!

Location: Costa Mesa, California

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Guest

Interesting cause Original Mattress Factory doesn't have a factory or stores in California.

Guest

I was told very clearly as to how the return policy worked. I also heard the same explained to two other customers in the store.

So maybe you didn't listen and only heard what you wanted to hear, or you might have had a salesman that didn't explain it clearly to you. It's also clearly written on their website. An educated consumer would have done some due diligence before a relatively major purchase, would theyou not? I sick of people looking for a handout, something for nothing or a frivolous lawsuit.

I'd expect a good 90% or more that didn't understand or listen to the return/change policy probably voted for that *** in the White House too. You only hear what you wanted to hear and dismissed the rest and are not intelligent enough to do a little research first. I'm sure one of you will say you don't have a computer or Internet access. Then how the ____ did you get on this website.

However, I must actually offer you a well deserved, in advance, and hearty congratulations! Surely you will be amongst a future crop of Darwin Award Winners!

May God have mercy on your souls. Amen and hallelujah, where's the Tylenol?

Guest

Anyone else see the biggest problem here? I checked Original Mattress Factory's website, and the closest store to California is in Minnesota, pretty far drive poser?

Guest

Do we have another customer not happy with the exchange policy?

If I'm not mistaken, the cost difference going from a foam mattress to an innerspring mattress would have OMF paying YOU for the pleasure of discarding your used mattress and bringing you that NEW innerspring mattress for just a delivery charge?

And you picked out this mattress, or did someone convince you that it would be the answer to your sleeping prayers?

You slept on the floor last night? Really?

Guest

i just got through a satisfying return AFTER exactly ONE YEAR. I paid the proce difference in the mattress ($90-i went to firmest mattress from a luxury firm one-cant remember original mattress name) plus the 25% of the price of the LESS expensive mattress (like $160) plus $45 delivery fee. the whole thing was like $300.

so, i think maybe service can differ from store to store. i think some mansgers might be tougher, but ihad a GREAT EXPERIENCE with them snd suggedt you gind a different location. i dealt with the mansell rd location in alpharetta, ga.

i also have a second bed i previously purchased from original mattress factory and love in our guest bedroom.

sorry about your experience.

Guest

I am really curious about this post. I have been shopping for mattresses in Dayton Ohio and visited the OMF store yesterday. The manager told me that OMF has never sold memory foam mattresses.

Guest
reply icon Replying to comment of Guest-361009

Prior to Nov 2011, OMF did not sell memory foam, but has sold Latex foam for over a decade. The customer likely said "memory" foam when he likely had Latex foam.

It's a common error. There is so much promotion going on for memory foam, people just say it without thinking.

Guest

anyone want to buy a king size orthopedic ultra plush king mattress we purchased in NOV 2010 from OMF? My husband and I neither one have had a good night's sleep since purchasing.

We will most likely go with a sleep number bed - because our sleeping needs are both differnet. My back kills me every day since we've had the OMF bed.

Guest
reply icon Replying to comment of Guest-248384

Be sure to write back on Pissed Consumer about your Select Comfort experience!

Guest

I am thinking about buying a bed from the company

Guest

I purchased a orthopedic premier double sided pillow top and within 6 months I could feel the springs. It is the most uncomfortable mattress.

They picked up the mattress to take back to the factory only to call me the next day and say there's nothing wrong with it. Mattresses are usually guaranteed for 10-15 years and a reputable company will replace the mattress. Oh this is the kicker, when the agent comes to checkout your complaint, his way of telling if the mattress is ok is by taking his fists and pressing down on the mattress, not by sitting or lying on it to feel the springs. I knew right then and there I had been had.

Of they say they'll work with you alright after your fork over another large amount of money. I would have had to pay an additional $179 to have a replacement, which only told me had I gave them more money and that mattress turned out to be no good, I would have to shell out more money. The least they could have done was replace the padding which they refused to do. I'm filing a complaint with BBB and calling the Attorney General's Office to see what other options I had.

It's ridiculous for this company to continue to be allowed to rip off consumers and nothing being done about it. If you can't stand behind your product, then get out of the business.

Guest
reply icon Replying to comment of Guest-108943

You tell 'em Debbie

Guest

I am sorry to hear about your experience. But as a former employee of OMF I would have to tell you that customer service is one of their number one priorities.

They don't exchange or let you return mattresses because once a mattress and boxspring are in the house overnight, even if it's still in the plastic, it is considered by law to be used. What OMF does, is allow you to bring back the mattress to their factory (or pick it up from your house, hence the delivery charge) and you can pick out any other bed in the showroom. You are responsible for paying the difference in price (even if it is a lower costing bed then your initial purchase) and 25% of the lesser costing bed. So if your first mattress cost $200, and you decide you want the $150 one instead, then you would pay $50, plus 25% of $150, for a total of $87.50.

You have up to a year to do this, and are capable of doing it once. Your old bed is thrown out, and completely scraped...it does NOT even come into the factory. I feel this is a fair practice seeing as you are receiving a new mattress. The problem with mattress shopping is that most people just try out the bed for a few minutes, my advice is to take your time, and even if you don't end up checking out OMF, make sure you find out what's actually in the mattress, and the warranty and return policies.

OMF employees are trained and have a checklist of things to go over at the point of sale, and furthermore this information is included with the warranty booklet that comes with a customers invoice and is available to potential buyers as well. OMF doesn't pressure customers either so don't be afraid to go in and test the beds multiple times before purchasing.

PS.

OMF doesn't, and has NEVER sold a "memory foam" bed. They do sell a latex foam bed, perhaps that is what you are speaking of.

Guest
reply icon Replying to comment of Guest-92515

yes, i had exactly what you described. an exchange AFTER a YEAR. NO PROBLEMS at all with taking back the mattress i didn't like.

Guest

I was told straight up about the 25% of the cost of the mattress plus the difference. Sorry your sales guy was not that honest. I think that is quite reasonable considering they are loosing money with the return.

Guest

Sorry to hear your pick was not right for you but we have bought two sets from them one middle and one high end . They are now 9 years old and just as comfortable as day one.

Guest

I'm amazed at some of the comments posted.Buying a mattress set is a *** shot. Dont use realize that when you go to the store and lay on a mattress your fully clothed.Do you sleep like that?

And you lay on it for less than 5 minutes,then you make your decision.

How can you make an informed decision on a something your going to sleep on for 8 hours a night in less than 5 minutes.It would be nice to be able to sleep on it for a week before you decide.Unfortunately, it doesn't work that way. Thats why you have to read all the fine print and ask questions.Luckily, coming to this site has offered my the insight of what I need to do when I go to the OMF soon.I'll keep you posted.

Guest

Several years ago, I purchased a mattress for my daughter. We got her a twin but her frame was a full.

Original Mattress factory exchanged it fully because I did not have the delivery guys unwrap the mattress before they left.

Had the wrapping been taken off I would have been stuck with it. My suggestion is to keep the wrapping on until you put it in place and are ready to make the bed.

Guest

Their comfort warranty isn't worth sqat. I tried to return mine in less than 2 month's and on a $1300.00 dollar mattress I would receive $600 or so towards a new mattress.

That's way more than 20% restocking fees of other companies. Just a rip off.

Guest

I have a friend who sells mattresses and tells me that he doesn't bring up the details of their exchange policy unless the customer asks for specifics such as "How does your policy work regarding costs?", which is not to be confused with the customer asking "what can we do if we sleep on this and decide it's not right for us?" The first question above asks him to spell out the cost details right then. Unfortunately, most customers ask less detail specific questions such as "can we exchange it if not happy...?" in both of these 2nd examples the salesperson will likely give a general answer to the general question, such as, "yes, we have an exchange policy", or "you can exchange it anytime in the first 90-days..." He says most customers later think they asked for details, when in fact, they merely asked a general question, and therefore later think the salesperson purposely omitted the details. It's kind of like the fact that all major bed manufacturer's now make their beds w/ padding only on one side of the bed, but rarely make a point of informing a customer of that fact, since in fact, one-sided beds can be viewed as a negative in most circles. Most find out after purchasing when they go to flip their now 3-6 month old mattress - surprise! When asked of the salesman later why he didn't mention it, he's likely to say, "nobody makes 2-sided mattresses anymore". "Why would I mention it unless you specifically asked?" (e.g. 1-sided mattresses are a fact of life whether we like it or not, just like exchanges are going to cost money to both parties whether we like it or not. Who in sales wants to bring up either topic.)

All bedding sellers have return/exchange programs and they all will cost the customer some expense, they are just a little different from company to company. Again, why go into details unless the customer specifically asks?

In light of the overwhelming support of Original Mattress Factory from their customers (see Consumer Reports Oct 2009), I would find it hard to believe that any of their salespeople would omit the cost details of an exchange when specifically asked, as "LIEDTO" insists happened. More possibly, his question was general in nature, followed by an answer general in nature. Later when he found out it was going to cost him something, he cried foul. I called OMF to get their specifics and heard what "Satisfied and own 5..." posted before. Exchange fee of 25% of the lesser priced matt, plus any price difference if exchanging to a more expensive matt, plus delivery charge. According to my friend, nothing more costly than other retailers typically charge.

If "LIEDTO" felt he did not receive information needed to make his buying decision, he should call around and see what other retailers charge for exchanges. He may not be happy to see that everyone would hit him up for some kind of charges he wouldn't care for.

There's no "free lunch" out there that I can see.

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